Case Study: ADP achieves faster lead qualification and seller routing with Harte Hanks

ADP answers 95% of inbound calls within 20 seconds with Harte Hanks

ADP, a global provider of cloud-based human capital management solutions, required a new onshore center to handle its high volume of inbound inquiries from prospects and clients. Their challenge was to pre-qualify these leads effectively while ensuring they were directed to the most appropriate internal sales representatives. To meet this need, they partnered with vendor Harte Hanks to implement a team of Lead Development Specialists.

Harte Hanks established two specialized teams to handle inbound calls, chats, and webforms. This solution resulted in the annual handling of over 69,000 calls and 100,000 webforms, with 95% of calls answered in under 20 seconds. Most significantly, Harte Hanks qualified and passed over 77,000 prospects to ADP's key sellers, protecting seller time and improving lead routing efficiency.

ADP